You can claim for as many incidents as you need over the term, which provides you with 5 years of coverage, from the date your furniture is delivered. The Protection Plan is a one-off payment. There are no excesses to pay if you ever need to claim on your plan, no annual renewal costs, and you’re completely covered for parts, labour, and replacement items up to the indemnity value of your plan. Your indemnity value is the price you originally paid for your furniture.

Making a claim on your Dining & Bedroom Protection Plan ?

Don’t worry making a claim is very straightforward. You can begin the claims process online by downloading a claim form. The explanation on the web page gives you a simple walkthrough of how to go about submitting your claim and what you can expect next.

It’s important that if you ever need to make a claim on your plan to report it to us as quickly as possible. A Protection Plan is not a substitute for regular care and cleaning. We’ll take care of the accidents but the day to day care is down to you. We also sell effective and professional wood care and repair solutions designed and recommended for surfaces susceptive to heavy use such as tables, chairs, kitchen cabinets, drawers, and banisters.

While we cover for the accidents unfortunately we don’t cover for:

x General cleaning

x Wear and tear

x Build up and gradually occurring stains or soiling

x Colour change

x Animal chewing

Frequently Asked Questions

A Protection Plan is an underwritten insurance product for new furniture. A Protection Plan differs from other insurance products and warranties as it covers your furniture against accidents. You can claim for as many incidents as you need over the term, which provides you with 3 or 5 years of coverage from the date your furniture is delivered. The Protection Plan has a one-off payment. There are no excesses to pay if you ever need to claim on your plan, no annual renewal costs, and you’re completely covered for parts, labour, and replacement items up to the indemnity value of your plan. Just so you know your indemnity value is the price you originally paid for your furniture.

If an accident happens resulting in damage to your furniture, simply contact us and we will begin the claims process.

For accidental staining – depending on the stain we may first send a bottle of specially formulated stain remover. Over the years our knowledge of stains and cleaning products has enabled us to formulate some unique treatments which will quickly and easily remove a wide variety of stubborn stains. This means you won’t need to wait at home for a technician’s visit. If the solution doesn’t work, simply let us know and we will arrange for a technician to call.

For accidental damage / structural faults – we will assign a technician to visit you at home. Once we receive your claim form a technician will contact you within 5 working days. Our technicians aim to offer an appointment with the 10 working days. If the appointment offered isn’t convenient, you can ask them for another date. Technicians manage their own diaries so if you need to cancel, please give us at least 24 hours’ notice or you may be charged for the visit. Please note that any structural faults on furniture under 12 months old will be covered by your retailer.

We offer Protection Plans for leather, fabric and wooden furniture as well as carpets. Our Protection Plans cover against stains, accidental damage and structural faults depending on which plan you purchase.

Don’t worry making a claim is very straightforward. You can even begin the claims process online by downloading a claim form. The explanation on the web page gives you a simple walkthrough of how to go about submitting your claim and what you can expect next.

If you would like to speak with us directly please call 0345 600 5886 (UK) or 1800 806 182 (ROI) to speak to one of our experienced claims handlers. We have a friendly and experienced UK call centre team based out of Abingdon, Oxfordshire where, on average, we handle 8,000 claims per month.

Please complete the claim form detailing the incidents you wish to claim for including the date of each incident. Please then give a clear description of each incident, area of damage and how it happened. It is a condition of your policy that all claims are reported to us as soon as possible after they have taken place. Any delay may affect the outcome of your claim.

We recommend that you blot the stain with water and paper towels to remove any excess. Don’t rub as this will cause the stain to set deeper into the fibres and similarly don’t use baby wipes as this can damage your furniture. If you have a Guardsman cleaning product we advise first testing the solution in a hidden area to ensure you’re satisfied with the results before applying to the stain. Any damage caused as a result of inappropriate use of general cleaning solutions on your furniture is not covered under your plan.

If you believe the accident is covered under your Guardsman Protection Plan, we recommend that you contact us as soon as possible to make a claim. Depending on the type of stain we may first send a bottle of specially formulated stain remover, we have a uniquely formulated solution that has been tested against a wide variety of stains and know first-hand if it’s likely to remove the stain. If the solution doesn’t work, we will arrange for a technician to call.

Guardsman Protection Plans are available to purchase from most major furniture retailers. Please ask when purchasing your furniture whether they offer Guardsman Protection Plans. Our Protection Plans can only be purchased at the time of buying your new furniture.

As these are insurance policies sold in conjunction with new furniture they can only be purchased from the retailer in-store or online. Protection Plans can not be bought directly from Guardsman.

Guardsman Protection Plans are only available when purchasing new furniture. You can purchase a Guardsman Protection Plan up to the point your furniture is delivered to your home, although to understand the full benefits of a Guardsman Plan, we recommend you speak to your retailer when buying this. Guardsman Protection Plans can not be bought to cover already owned furniture or after it has been delivered to your home.

In the majority of situations, our experienced technicians will be able to resolve the issue on the first visit, however in the unlikely event they are unable to do so, we will aim to replace the affected area (e.g. a cushion cover). If we are unable to source a replacement part then we would invite you to re-select a similar item.

While we will try and get these to you as soon as possible, this typically takes between 4 - 9 weeks as replacement parts and items are produced by manufacturers, who often make these to order and can be based internationally. We always aim to stay in touch and let you know as soon as we have any updates and the delivery date.

Most replacement parts such as cushion covers can be sent in the post and can be fitted easily and conveniently without the need for someone to visit your home. If you have a large item due to be delivered then we can arrange for one of our furniture technicians to visit your home at your convenience to fit the part.

Guardsman Protection Plans do not cover overall, general cleaning. General cleaning and maintenance of furniture is your responsibility. If you are looking for a general clean, our Safeclean cleaning experts may be able to help, visit www.safeclean.co.uk to find your local technician.

Our Policy Administration Team handle all types of general enquiries around your policy, if you have a question around details pertaining to your policy, if you need your certificate re-sent, details changed, or you simply want to talk about coverage without making a claim. Please call us on +44(0)1235 444747 or email us: policyadmin@valspareurope.com. Policy Certificates typically take up to 28 days to reach you from when your furniture is delivered to your home. However if your furniture is delivered, an accident happens, and your certificate hasn’t arrived yet – don’t worry! Give us a call and we’ll locate your plan details so you can make a claim.

A Guardsman Furniture Protection Plan is valid throughout either the United Kingdom (excluding the Channel Islands and Isle of Man) or the Republic of Ireland; however a Plan cannot be transferred between territories. i.e. if you purchased your furniture in the United Kingdom your plan is only valid in the UK and if you purchased your furniture in the Republic of Ireland it’s only valid in the ROI. You must also be the original owner of the furniture.

Please note though, stains or damage caused by moving furniture from one place to another, are not covered by the Furniture Protection Plan. Please call us on +44(0)1235 444747 or email us: policyadmin@valspareurope.com and we will be able to change the address on your policy.

While we always strive to provide excellent customer service, we understand that there may be occasions where we don’t meet your expectations. If you are dissatisfied in any way we would like to know so we can try to resolve the situation.

If you need to make a complaint we will:

- Make it as easy as possible for you to tell us about your complaint and ensure you’re speaking to the right person.

- Treat your complaint fairly.

- Acknowledge your complaint formally within 5 working days.

- Have your complaint reviewed by an independent team.

- Aim to complete our investigations in most cases within 4 weeks.

- If we are unable to resolve the problem in this time frame we will continue to look into the issues for you and provide a decision within 8 weeks of the date you first made your complaint with us.

- Send you a final decision letter within 8 weeks of making the complaint.

How to make a complaint

You can contact our complaints team by one of the following methods below. Whichever method you choose a member of staff who is trained in complaints handling will be in touch with you. If your complaint is in regards to a Protection Plan, please be sure to quote your Plan reference number or claim number as this will help to provide you with a quicker response.

You can refer your complaint to the Financial Ombudsman Service (FOS) who will review your case. The service they provide is free and impartial, and making a complaint to them will have no effect on your legal rights.